Oversee the development and implementation of cutting-edge enhancements to the Lead Management process at major automakers. • Responsible for managing all aspects of the Program including coordination between Dev Team and client’s IT group to ensure the software meets requirements and manage overall Program plan.• Ensure client satisfaction with the project while working on-site and interacting with key stakeholders, including the client’s IT development team and other business partners.• Develop an integrated training blueprint to demonstrate new capabilities and benefits available in the Lead Management System for OEM field team and dealer personnel.• Supervise the relationship between Trilogy, OEM and their 18 certified CRM software vendors to ensure that all project deadlines are met and comply with client standards.• Gather best practices from dealers that have successfully implemented the program. Information collected is posted at an internal website and disseminated to the dealer network through corporate training group.

• Steering committee member for launch of Digital Service Drive. This project was a strategic goal for the entire company in 2015. Responsibilities included developing benchmarks & standards and more.• Accomplished launch of Premier Express from pilot to rollout. Program was an overwhelming success in generating additional dealer revenue and increased CSI scores.• Oversaw a team of in-store trainers for Express & DSD projects. Responsibilities included hiring consultants, gathering feedback, determining if they met objectives and preparation of training materials.• Led day-to-day activities of CEO-level initiative to improve company’s rank in JD Power CSI. Participants of the cross-functional team were all General Managers. The team developed & implemented tactics which were crucial to the company’s jump in ranking.• Oversaw rollout of social media-based service campaign. Project was designed to winback customers that had not serviced at a dealer and generate viral activity. Program was a joint co-op between MB corporate and dealers.• Leverage relationship with industry consortium as well as other Market Research to deliver critical insights and benchmarking. This gauges performance against competitors and provides a third party assessment.• Developed standardized reports for areas of After-Sales not previously measured, such as Part Category and Repair Order activity by creatively using Cognos.• Managed monthly regional calls to ensure successful achievement of CP, Warranty, Retention, CSI and other targets. Purpose was to identify low performing stores, gather “on the ground” intel and layout a plan for improvement. • Contributing member of task force creating strategy for Customer Relationship Management (CRM) and Master Data Management (MDM). Findings regularly presented to Executive Management team.

I supervised a team of 7 doing measurement and analysis of the After-Sales side of the business.• Provided critical leadership in development of MB Wholesale Parts Program. Successful dealers doubled sales in less than a year from the start of their parts counter professionalization.• Presented a “State of the Business” analysis to V.P. of Customer Services and a group of General Managers every month. Content includes strategic findings from both internal and competitive data that are impacting the After-Sales side of the business. Provide recommended action plans.• Designed “Social Deals” Winback campaign for Aftersales Marketing. Activities included analysis of click-thru rates, referrals, sales & reimbursement rates. Average response rate performed almost 50 basis points above the control group and key segments were almost double versus the control.• Oversaw a project that extracts repair order data from dealer network and stored in corporate data warehouse. From this information is used to determine essential metrics such as customer retention, profitability, parts loyalty, and customer profiling.• Relaunched comprehensive scorecard which tracks dealer performance using more than twenty different KPIs. The tool is used daily by various personnel across entire dealer network as well as internal field support teams.• Undertook a major redevelopment of After-Sales data warehouse which led to creation of new reporting capability. Several new cubes were developed to track daily/monthly performance of critical measures.

Provided a high level of expertise to the Relationship Marketing, Digital Marketing and Event Marketing areas by managing both internal & external data to target customers and prospects. Served a strategic role by assessing marketing programs, providing insights and interpreting results. Oversaw all data operations related to marketing programs.Direct Reports: One consultant & an agency team of four people• Designed and implemented all analytical reports for Relationship Marketing department that measure: sales, response rates and loyalty. Reports are used extensively by the Department Manager and General Manager.• Served as Project Lead for launch of CRM communications program (the MB Customer Journey) that involves a complete contact strategy across the customer lifecycle. Communications are triggered at key milestones over several years. • Led rollout of Campaign Management tool. Was involved from initial RFP stage, evaluated potential solutions and established ROI model that will be used to judge successful implementation of the product.• Managed all Marketing analytics, including direct mail and digital. Determined highest performing internal & external list sources, full analysis of microsite activity: from click-thru, to BYO, and site abandonment.• Served as Project Lead for launch of CRM communications program that involves a complete contact strategy across the customer lifecycle. Communications are triggered at key milestones over several years. • Oversaw the development of data cubes to more efficiently query the Customer Data Warehouse. The cubes were created by a team from IBM. Responsibilities involved setting guidelines, quality checking and feedback of future enhancements.• Implemented several predictive modeling algorithms to the Data Warehouse to target measures such as: Loyalty & Value, In-Market Timing, Winback potential.

• Key liaison to clients managing day-to-day operations of their, direct mail, print or DRTV campaigns.• Analyzed performance of all campaigns and developed reports to clients to interpret the results and make recommendations for subsequent campaigns.• Worked with Media Buyer to execute the optimum plan to maximize the client's budget and ensure the greatest reach for their campaign.

• Combined of over 12 data files into a comprehensive Marketing Database that tracked the performance of customer loyalty, sales promotions and leads. • Administrator of Web-based customer service tool. Responsibilities include: reviewing & editing customer incidents, troubleshooting technical problems, produce reports on activity and efficiency of the site.• Implemented e-mail continuity program to inform customers of sales promotions, product enhancements and upcoming events.• Designed and launched the company's first-ever product catalog. Customers could purchase through offline and online channels. Catalog included advertorial content for graphic designers and printers.• Developed all facets of a dynamic direct mail campaign to support new line of products. Similar campaigns were designed for distributions channel partners. Drop counts were in excess of 500,000 units.

• Key contributor to corporate advertising campaign. Objective of the campaign was to impact "top of the funnel" consideration with consumers that were adverse to purchasing from a Japanese automaker.• Created online & offline collateral to support the corporate ad campaign. One of the primary pieces were individualized state fact sheets that explained the direct & indirect investment Toyota contributed to that state's economy, i.e. jobs created, purchases from suppliers, support for philanthropic organizations.• Developed a database for more effective organization of contact information with other Toyota affiliate companies. Total database count numbered more than 150,000.• Managed all operations of bulk mail subsidiary company. The subsidiary employed 40 workers doing sorting, assembling and processing of direct mail projects for Toyota and other clients. Other services performed by the subsidiary included data entry and Internet content searches.• Oversaw all statistical data collection from all Toyota affiliate companies in North America. A comprehensive fact book was generated from the data and distributed to all Toyota external affairs staff.

• Custom designed and implemented database of travel destinations, historical and demographic information for key revenue generating opinion leaders who traveled with JTBI.• Arranged and confirmed business meetings for corporate, government & special interest groups traveling to the East Coast of the United States from Japan.• Coordinated major special events, such as a Japanese Folk Festival at Carnegie Hall at which over 4,000 people performed and a Sports & Cultural Mission in Atlanta that coincided with the Olympics• Developed and implemented marketing programs for technical tours to over 300 JTBI sales offices throughout Japan.• Published articles in the corporate magazine highlighting destinations of interest to business and government clients.